ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 191:

  What determines how an escalation request is processed?

  A. Escalation Rule

  B. Escalation Template

  C. Escalation Severity

  D. Escalation Justification

  Correct Answer: B

• Question 192:

  What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

  A. Performance Analytics Spotlight

  B. Scheduled Reporting

  C. Service Level Agreement Tasks

  D. Continual Improvement Management

  Correct Answer: D

• Question 193:

  For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of the following two roles would be restricted?

  A. snc_intemai and snc_external

  B. snc_internal and sn_customerservice.consumer_agent

  C. snc_internal and sn_customerservice_agent

  D. snc_external and sn_customerservice.customer

  Correct Answer: A

• Question 194:

  What are Special Handling Notes used for?

  A. Bring important information about individual records to an agent's attention

  B. For agents to view articles an attach them to a case

  C. To ensure customers get the service they are entitled to receive

  D. Help agents identify in which time zone a contact is located

  Correct Answer: A

• Question 195:

  A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

  A. Can Read user criteria

  B. Whitelist all other groups from the Knowledge Base

  C. Hide the Knowledge Base from the Knowledge Base Portal

  D. Cannot Contribute user criteria

  Correct Answer: AD

• Question 196:

  In case management, Parent Child Synchronization allows for which of the following:

  A. Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

  B. Parent cases to automatically generate child cases when all fields are filled out thus synchronized auto-population

  C. Child cases to be separated from Parent cases and will not be synchronized automatically

  D. Synchronization of all child cases as well as children of child cases on all levels

  Correct Answer: A

• Question 197:

  Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

  A. Create Contact

  B. Check Case Status

  C. Close Case

  D. Get Help with an Order

  E. Get Help with an Asset

  Correct Answer: BD

• Question 198:

  What will be the state of a case after a customer rejects the solution proposed by an agent?

  A. In Progress

  B. Open

  C. New

  D. Solution Rejected

  Correct Answer: B

• Question 199:

  Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application? (Choose two.)

  A. A partner will own the relationship with their customer

  B. A partner and a third party are the same in ServiceNow's CSM application

  C. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering

  D. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization

  E. A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver and support them on their behalf

  Correct Answer: CE

• Question 200:

  Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

  A. Experience

  B. Skills

  C. Availability

  D. Shifts

  E. Capacity

  F. Products

  Correct Answer: BCDE